{"id":2995759,"date":"2023-12-05T20:09:39","date_gmt":"2023-12-06T01:09:39","guid":{"rendered":"https:\/\/wordpress-1016567-4521551.cloudwaysapps.com\/plato-data\/many-insurers-struggle-to-deliver-seamless-digital-experience-as-repair-cycle-times-rise-j-d-power-finds\/"},"modified":"2023-12-05T20:09:39","modified_gmt":"2023-12-06T01:09:39","slug":"many-insurers-struggle-to-deliver-seamless-digital-experience-as-repair-cycle-times-rise-j-d-power-finds","status":"publish","type":"station","link":"https:\/\/platodata.io\/plato-data\/many-insurers-struggle-to-deliver-seamless-digital-experience-as-repair-cycle-times-rise-j-d-power-finds\/","title":{"rendered":"Many Insurers Struggle to Deliver Seamless Digital Experience as Repair Cycle Times Rise, J.D. Power Finds"},"content":{"rendered":"

\nAuto and Home Insurance Apps Become Key to Managing Customer Expectations<\/span><\/p>\n

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TROY, Mich.\u2013(BUSINESS WIRE)\u2013With customers saying their average auto repair cycle time has doubled in the past two years\u2014now topping 23 days\u2014and the average home repair cycle time increasing as well, insurers need to work harder than ever to manage customer expectations. According to the J.D. Power 2023 U.S. Claims Digital Experience Study,SM<\/sup> released today, digital communications channels have become the key to maintaining customer satisfaction throughout the claims process, but many insurers are still struggling to deliver a truly seamless digital experience. As a result, overall satisfaction is 854, down 3 points from 2022.<\/p>\n

\n\u201cAcross all of our insurance claims experience studies, we find that the more insurers can do to manage expectations, keep customers updated and make it easy for them to manage the claims process without a lot of effort, the more satisfied customers become\u2014even when repair cycle times are longer than ever,\u201d said Mark Garrett, director of global insurance intelligence at J.D. Power<\/b>. \u201cCustomers have an expectation that using digital tools will create efficiencies in the process and keep them informed throughout their claim, but many insurers struggle to meet those expectations. Only 41% of customers \u2018completely agree\u2019 both expectations were met. Whether it is making the claim, submitting photos or communicating with claims staff, there are still bumps along the digital road. Notable, too, is that only 35% of customers said the estimation process was \u2018very easy.\u2019\u201d<\/p>\n

\nFortunately, when these experiences go well satisfaction is very positively affected. Digital communications in the form of personalized text messages, status updates via mobile apps and guides to help reading estimates can dramatically improve that experience without significantly raising customer service costs for insurers. However, many customers still indicate they need to pick up the phone to track down a status update, often resulting in repeating information to a representative. This negatively affects the overall customer experience.<\/p>\n

\nThe U.S. Claims Digital Experience Study, now in its fourth year, evaluates digital experiences among P&C insurance customers throughout the claims process. It examines the functional aspects of desktop, mobile web and mobile apps based on four factors: visual appeal; clarity of the information; navigation; and range of services. The study is conducted in collaboration with Corporate Insight, the leading provider of competitive intelligence and user experience research to the financial services and healthcare industries.<\/p>\n

\n\u201cPerception is everything when customers are going through an insurance claim,\u201d said Michael Ellison, president of Corporate Insight.<\/b> \u201cIf it feels like the insurer is proactively managing the process and making it efficient and easy to communicate, customers come away with a very satisfying experience. Effective use of digital channels delivers that high touch, personalized experience and digital leaders are finding they can better manage customer engagement, increasing customer satisfaction and retention when they get the formula right.\u201d<\/p>\n

\nFollowing are key findings of the 2023 study:<\/p>\n